Remote Support Analyst: AI-Driven Problem Solver
Harris Computer
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
Cayenta, a division of Harris, seeks a Support Analyst to investigate complex application issues, collaborate with cross-functional teams, and use AI tools to deliver accurate, efficient solutions. The role emphasizes documenting learnings and expanding product knowledge while supporting CIS customers remotely across the Americas.
Ideal candidates will have experience in customer support, SQL, and enterprise software, with a strong analytical mindset and a willingness to learn new technologies
Qualifications
- Experience writing and troubleshooting SQL queries.
- Experience supporting Customer Information Systems (CIS) or enterprise software.
- Strong analytical and problem solving skills.
- Willingness to learn and adopt AI-enabled tools.
Responsibilities
- Provide timely, accurate resolution to customer issues.
- Monitor support queue and own issues through resolution.
- Investigate application, data, integrations, architecture, and interface issues.
- Collaborate with cross-functional teams to resolve complex issues.
- Communicate updates to customers throughout ticket lifecycle.
- Develop deep product knowledge to troubleshoot customer questions.
- Leverage AI tools to research issues and improve troubleshooting while validating results.
- Identify root causes and suggest improvements to prevent recurrences.
- Document solutions and best practices for the knowledge base.
- Understand support service agreements and scope of requests.
Skills
Tools
Job description
Cayenta, a division of Harris, seeks a Support Analyst to investigate complex application issues, collaborate with cross-functional teams, and use AI tools to deliver accurate, efficient solutions. The role emphasizes documenting learnings and expanding product knowledge while supporting CIS customers remotely across the Americas.
Ideal candidates will have experience in customer support, SQL, and enterprise software, with a strong analytical mindset and a willingness to learn new technologies
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